There has been a drive over the last few years to equip store colleagues with tablets of similar to help drive selling across channels. It seemed to be the fashion to see tablets strapped to a colleagues hand or slung over their should on a strap. It doesn’t always work as envisioned and during my travels (I visit a lot of stores for work and for fun) and have so far seen: Numerous tablets in

Many retailers established in bricks and mortar have not managed to apply the standard of process clarity and compliance in their existing business to their new channels, and have not really managed to fully integrate this new activity into their overall store operation. It’s not surprising. Customer behaviour is shifting quickly – customers are already moving on from choosing one route from the newer and existing channels; they now use all of them, switching between

Or, could it just be a great customer experience? Or maybe just shopping? We’re a nation of shoppers these days! A few years ago American Express published the results of a laboratory study on customer service and revealed that 53% of the participants that received great service showed the same neurological reactions that people get when feeling loved. Whether or not the feeling of great service is akin to being in love is still up

With many years retail experience and a new degree in psychology; time spent studying about human behavior got me thinking about the experience of queueing. A recent survey by Madbid.com, an online auction site, suggests the average adult spends 5 hours 35 minutes a month in a queue. Of which 53 minutes are spent in supermarkets, 33 minutes waiting to pay for clothes and 17 minutes waiting at customer service desks – I’m

Scheduling your customers now that’s a thought. Helping smooth your workload and create a nice steady flow across the day. Reducing periods of overstaffing (where there are more Colleagues than Customers) and Understaffing (where Customers experience queuing or a reduced service level due to Colleagues being too busy). It may be more of a reality than you think, have you ever: Booked a delivery slot for your home shopping? Arranged an appointment to see your Bank Manager? Bought something from